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Construct Development and Validation of Service Quality in the Context of Private Hospitals

Author

Listed:
  • Joseph M. Buguis

    (University of Santo Tomas – General Santos, Philippines)

  • Reynaldo Castro

    (University of Santo Tomas – General Santos, Philippines)

Abstract

This study focused on creating and validating a culturally sensitive instrument for measuring service quality in private hospitals in Region XII of the Philippines, addressing the limitations of traditional Western-centric models like SERVQUAL. Utilizing a sequential exploratory mixed-methods approach, a comprehensive literature review and initial in-depth interviews with patient attendants and hospital administrators led to the development of 60 preliminary items that highlighted culturally relevant dimensions. Expert assessments confirmed the validity of the content, while exploratory factor analysis (n = 255) revealed six essential dimensions of service quality: Service Reliability, Empathic Communication, Tangible Accessibility, Participative Engagement, Service Responsiveness, and Service Consistency, resulting in a model that retained 37 items. Further validation through confirmatory factor analysis (n = 370) confirmed the construct validity and model fit of the scale. The final model comprised a two-dimensional, 12-item scale, resulting in a robust tool for assessing service quality in private healthcare settings. This tool has significant implications for hospital administrators and policymakers. The study supports efforts to enhance patient care, promote cultural responsiveness, and align with Sustainable Development Goals related to health and inclusive service systems in developing regions.

Suggested Citation

  • Joseph M. Buguis & Reynaldo Castro, 2025. "Construct Development and Validation of Service Quality in the Context of Private Hospitals," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(7), pages 6053-6077, July.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-7:p:6053-6077
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    References listed on IDEAS

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    1. Hennink, Monique & Kaiser, Bonnie N., 2022. "Sample sizes for saturation in qualitative research: A systematic review of empirical tests," Social Science & Medicine, Elsevier, vol. 292(C).
    2. Henry Kaiser, 1974. "An index of factorial simplicity," Psychometrika, Springer;The Psychometric Society, vol. 39(1), pages 31-36, March.
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